888 Casino IT - Il ritiro del giocatore è ritardato a causa di problemi di verifica della carta virtuale.

Good day, I have a massive issue. I engaged in sports activity on the 888 casino and won. However, when I attempted to request a withdrawal, because I've got a lot of money on the casino at the moment, I encountered a problem. I made this request over two weeks ago, and the casino asked me to verify the card used for the deposit. As it's a virtual card, I uploaded screenshots of the card, my home banking screen, and a picture of my computer logged into the home banking system. The problem is that the virtual card only has the front with all the data and not the back. The casino keeps asking me for the back of the card, which doesn't exist, seemingly as an excuse to delay the process. I even uploaded an uncensored picture of the entire card to prove it is mine, but to no avail. They have not approved my withdrawal, and now they even stopped responding to me. Instead, they paste a bot-generated response claiming that the email I am using is not associated with the account, which isn't true considering I have all the email history of their promotions, confirmation emails for documents, emails where they request documents, and registration certificates. Please, I need help.

Buongiorno, ho un problema enorme. Ho giocato allo sport sul casino 888 solamente che dopo aver vinto ho provato a richiedere un prelievo poichè ho tanti soldi in questo momento sul casino. Ho richiesto il prelievo più di due settimane fa e il casino mi ha prontamente richiesto la verifica della carta usata per il deposito. Essendo una carta virtuale ho caricato gli screen della carta, lo screen del mio home banking, la foto del computer dentro all'home banking. Il problema è che la carta virtuale ha solamente il fronte con tutti i dati e non il retro. Il casinò per prendere tempo continua a chiedermi il retro della carta (che non esiste). Ho caricato pure la foto di tutta la carta non censurata per far si che mi credessero che è la mia carta ma nulla. Non approvano il mio prelievo e oggi hanno pure smesso di rispondermi e mi incollano una risposto generata da un bot con scritto che la mail da cui scrivo non è la mail dell'account (quando ho tutto lo storico delle email delle loro promozioni, della mail di conferma documenti, delle email dove mi chiedono documenti e l'attestato di registrazione). vi prego aiutatemi

Dear lucyBra,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you emphasized to the casino the card you used was virtual, and that the screenshot is the best you can supply?
• Do I understand correctly that the virtual card also displays your name and bank ID number on the front?
• Have you provided unedited screenshots with sufficient information visible?
• Please forward the most recent relevant responses you received from the casino regarding the issue to my email at [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

yes I have explained the situation to the casino on a thousand occasions but they don't seem to want to understand, the screenshots and documents provided are of indisputable quality in fact the casino does not provide reasons in this regard, they provided me with an email 17 hours ago which seems to say that they are paying me , I will let you know if I receive the money (I sent you the email)

si ho spiegato in mille occasioni la situazione al casino che però sembra non voglia capire , gli screenshot e i documenti forniti sono di incontestabile qualita infatti il casino non fornisce motivazioni al riguardo, mi hanno fornito 17 ore fa un email che sembra dica che mi stanno pagando, vi farò sapere se ricevo i soldi (vi ho inviato l'email)

Dear lucyBra, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear lucyBra,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.